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About the Course
Leaders often struggle to determine whether an employee needs coaching, corrective action, or formal discipline. Missteps in this area can lead to inconsistency, frustration, and increased risk for both the leader and the organization. This session provides leaders with a clear, practical framework for evaluating behavior and choosing the appropriate response.
Participants will learn how to recognize the difference between skill gaps, behavioral choices, and policy violations, understand the risks of misusing coaching or discipline, and apply consistent decision-making grounded in fairness and professionalism. Designed for leaders at all levels, this course strengthens leadership judgment and supports confident, defensible action.
Your Instructor
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Shantelle Oliver
Shantelle Oliver brings over 25 years of dedicated experience in emergency communications, having held key leadership roles in operations, training, and quality assurance within multijurisdictional 9-1-1 environments. As a Certified Public-Safety Executive (CPE), Maxwell Certified DISC Trainer, Maxwell Certified Speaker, and Maxwell Certified Trainer, Shantelle’s credentials reflect her deep commitment to leadership development and excellence.
With over 15 years as a certified Texas Commission on Law Enforcement (TCOLE) instructor, Shantelle has developed and instructed numerous courses that equip emergency communications professionals with the skills to thrive in real-world, high-stakes environments.
A former Chapter Leader for Texas APCO, Shantelle now serves as a group leader for APCO International, where she oversees multiple national committees advancing the association’s mission. She is widely recognized for her passion for developing others, driving culture change, and preparing leaders to excel in complex, high-responsibility roles.